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Salesforce Contractor

Masabi· Corporate Strategy
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RemoteFull-timePosted 4w ago

About the role

Salesforce contractor to build a fully scoped Salesforce Service Cloud implementation, replacing Freshdesk across Masabi's customer support operations. End-to-end ownership from design through go-live and hypercare with defined milestones.

Responsibilities

  • Case management built out properly: classification, custom fields and assignment rules for each support team
  • Email-to-Case routing, Service Console setup, HTML email reply templates, macros and canned responses
  • Notifications and escalations that fire on case severity and time thresholds
  • Roles, permission sets and groups, plus adjustments to the Flows already in the org
  • A two way Jira integration, extended PagerDuty and Slack notifications, and AppFollow for App Store reviews
  • A support dashboard with up to six reports covering the metrics that matter, starting with time to resolution
  • Migration of 12 months of Cases and their dependent Account and Contact records, loaded from CSV
  • A knowledge base and case raise and track journey configured on our existing Experience Cloud site
  • Agentforce agents configured on that knowledge foundation, tested, validated and documented
  • Deployment via change sets, train the trainer sessions, two weeks of hypercare, and a handover runbook

Qualifications

  • Strong hands on Salesforce Service Cloud experience: case management, assignment rules, entitlements, SLAs and routing
  • Delivered a CRM or helpdesk migration before, and knowledge of data migration pitfalls
  • Confident with Flow, permission sets, and Salesforce reporting and dashboards
  • Comfortable integrating Salesforce with third party tools, via standard connectors or middleware
  • At least one current Salesforce certification, ideally Administrator or Service Cloud Consultant
  • Ability to work independently, manage backlog, and raise blockers early
  • Clear communicator with non-technical stakeholders, product owner is a business lead, not an engineer

Skills

Required:Salesforce Service CloudFlowPermission setsData migrationIntegration

Benefits

  • Not specified in the job description
Last updated Oct 8, 2026. Interested? Apply on the company site.

About Masabi

MobilityTicketingTransportation
Company profileWebsite

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